Director, Product Support

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Inspiren

WebsiteLinkedInAll Job Openings

1 - 10 employees

⚕️ Healthcare Insurance

☁️ SaaS

🧘 Wellness

💰 $2.7M Venture Round on 2022-10

Healthcare Insurance • SaaS • Wellness

Inspiren is a comprehensive solution for managing and optimizing operations in senior living communities. The platform enhances resident care by providing decision-grade data analysis for care planning, staffing optimization, and resident safety. Inspiren uses advanced technology, such as AUGi, to enable proactive care, improve workflow efficiency, and align care plans with resident needs. The technology's capabilities include real-time alerts for incidents and early risk flagging, tracking resident interactions, and monitoring staff effectiveness, thus ensuring high-quality resident care and operational efficiency.

📋 Description

• Own the vision and strategy for product support — define what best-in-class looks like, including what should be the scaling service levels with our customers, and build a phased roadmap to get there, balancing long-term transformation with near-term service quality • Lead, develop, and retain a high-performing support team — including internal staff and outsourced partners — hiring and growing support team members who build a resilient, customer-first culture ready for both today's demands and tomorrow's operating model • Architect the path to AI-augmented support — assess current workflows, tooling, and team capabilities to design a scalable foundation that positions us to layer in AI effectively, then lead implementation and ongoing refinement • Turn metrics into action — own key metrics such as CSAT, resolution time, and FRT, but go deeper: identify systemic drivers and partner with Product, Engineering, QA, and Clinical Success to address root causes and close. • Own escalation and issue management — resolve high-impact issues with urgency and ensure patterns surface as actionable input across the organization • Build and manage the support tech stack — evaluate and evolve the platforms powering the operation today with an eye toward AI-ready infrastructure

🎯 Requirements

• 8+ years in product/customer support, technical operations, or client support function, with at least 3 years in a leadership role • Proven experience leading operational transformation, including incorporating AI or automation into a support function • A genuine point of view on best-in-class support — you benchmark against industry leaders and bring that perspective into every strategic decision • Analytically strong and systemically minded — you connect support trends to upstream issues and drive cross-functional plans to resolve them • Familiar with enterprise support platforms (Salesforce Service Cloud or similar) and conversant in AI/LLM tooling and automation • Excellent communicator and cross-functional partner — able to influence without authority and translate operational complexity for executive audiences • A people-first leader who builds teams that are accountable, customer-obsessed, and resilient through change.

🏖️ Benefits

• Health insurance • Dental insurance • Vision insurance • Flexible PTO